Associate Customer Success Manager - NE

Description

The Associate Customer Success Manager (ACSM) role focuses on lifecycle engagement management of CDW supported solutions. It coordinates with sales, pre‑sales, services, and channel teams to plan, organize, and execute customer success strategies  incumbent analyzes the environment, including customer entitlements and onboarding needs as well as the customer’s technology requirements, to define and guide actions in the solution lifecycle. The ACSM develops and maintains strategic relationships to influence service adoption and engagement throughout the customer journey, aiming to become a trusted advisor within the customer base.

The ACSM is a licensing and entitlement expert across multiple families of technology solutions, operates independently using standard approaches, tools, templates, and resources, and shares knowledge that benefits the team.

• Establish a trusted relationship with each assigned customer and drive continued value of our technology solutions.
• Identify phased upsell and cross‑sell opportunities of solutions and services, as well as CDW services.
• Engage with multiple customers through proactive, open, responsive, and collaborative account management.
• Orchestrate and secure strong buy‑in with multiple external and internal teams, and remain highly connected to solution SMEs throughout the customer's lifecycle.
• Provide Software Licensing Management training and support—entitlement, structure, portal(s), conversions, etc.
• Coordinate, plan, and execute customer onboarding sessions.
• Lead large‑scale digital touch engagements, interactions, and campaigns.
• Facilitate frequent customer consultations and communications to strengthen relationships, conduct gap analysis, and report on usage to promote loyalty.
• Act as the Voice of the Customer to advocate needs/issues cross‑departmentally and with vendor partners.
• Demonstrate advanced insights and understanding of customers’ business/industry.
• Develop adoption strategies for new products/features.
• Drive faster time to value and improve the overall experience for our customers.
• Leverage CDW solutions and services to drive scale and efficiency internally and with customers.
• Drive renewals across the assigned customer base.
• Ensure customers actively participate as a reference to support field win of new business.
• Participate in internal projects.
• Apply tools and processes used in the Customer Success role.
• Continuously improve processes.
• Share experience and knowledge with peers and colleagues to foster growth and development.
• Provide data analysis using customer information, internal data, and partner/provider data.
• Provide oversight to partners and providers.

Minimum Basic Requirements

• Associate’s Degree in IT, Business or a related field, or equivalent experience.
• 2–5 years of experience in IT relationship management, project management, or account management.
• Prior Customer Success experience or equivalent technology area expertise.
• Excellent verbal and written communication skills; ability to explain IT terminology to diverse audiences.
• Ability to balance multiple priorities, adapt to changing needs, and meet deadlines.
• Ability to work well with teams and independently.
• High degree of organization, attention to detail, and accuracy.
• Develop and maintain positive working relationships with all internal clients and contacts.
• Communicate with coworkers at all levels of the organization.
• Strong analytical skills, proactive collaboration, initiative, and creative problem‑solving.
• Continuous learning of new technology and keeping pace with industry changes.
• Willingness to travel up to 10% or as needed to CDW locations or client sites.
• Understand, remember, and apply oral and/or written instructions.
• Organize thoughts into clear terminology.
• Multi‑task, organize, and prioritize.
• Apply common sense in performing duties.
• Follow basic instructions and guidelines.
• Resolve issues and escalations appropriately.
• In‑depth knowledge of Microsoft Office Suite.

Preferred Skills, Experience, and Qualities

• IT knowledgeable.
• Knowledge of technology, software, and licensing programs.
• ITIL Foundation Certification.
• End‑user experience with Salesforce CRM.
• Experience with Gainsight or a comparable Customer Success toolset.

$62,000 – $86,910 depending on experience and skill set.

25% subject to terms and conditions of the plan.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other basis prohibited by state and local law.